Level 3 Business Administration Apprenticeship

Introduction

Our Helpdesk Admin Apprentice will be responsible for logging customer machine breakdowns, raising service requests, supporting with scheduling engineer visits, updating job records and keeping customers informed of progress. The role involves providing excellent customer service maintaining accurate records and supporting the service team.

About the Employer

ICE supplies and maintains industrial cleaning equipment across a multitude of sites and customer bases across the UK. We have offices in Southampton, Peterborough and Runcorn. 

What You'll Do

The Helpdesk Admin apprentice is the first point of contact for customers reporting machine breakdowns and service requests. They play a key role in ensuring service calls are logged accurately, and customers are kept informed throughout the repair process.  
 
Working alongside experienced colleagues, you will develop valuable customer service, communication and administration skills while gaining an understanding of service operations within a busy engineering environment. 
 
They will be a part of the Service Delivery team, which is responsible for ensuring customers receive high quality, efficient service - from the point a breakdown is reported through to job completion. The team includes Operations Administration, Engineering Teams, Warehouses and more. The teams work closely together to coordinate engineer schedules, manage customer enquiries, process service documents and ensure work is safely and efficiently carried out.  

Key responsibilities: 

• Answering customer telephone calls and emails
• Accurately logging breakdowns and service jobs using the company management system
• Create and update work orders with relevant customer and equipment information
• Monitor the progress of open jobs and update customers on engineer attendance and repair status
• Liaise with Service Delivery Managers to obtain job updates and completion information
• Ensure service records are accurate, complete and up to date
• Escalate urgent or high priority issues to the appropriate team members
• Assist with general admin duties with the Service Delivery team

SKILLS REQUIRED:

• Good communication skills, both verbal and written
• A polite, professional and customer-focused approach
• Strong organisational skills and the ability to prioritise tasks
• Good attention to detail and accuracy when entering information
• Ability to remain calm and work effectively in a busy environment
• Confident using Microsoft Office applications, including Outlook, Word and Excel, or a willingness to learn
• Basic IT and computer skills
• Good problem-solving skills and a proactive attitude
• Ability to work well as part of a team and build positive working relationships
• Willingness to learn new systems, processes and industry knowledge
• Reliable, punctual and able to take responsibility for your own work
• A positive attitude with a commitment to delivering excellent customer service

PERSONAL QUALITIES REQUIRED:

• Friendly, approachable and professional
• Enthusiastic with a willingness to learn and develop new skills
• Customer-focused and committed to providing a high standard of service
• Reliable, dependable and punctual
• Positive attitude with a proactive approach to work
• Calm under pressure and able to adapt to changing priorities
• Well organised with good attention to detail
• Honest, trustworthy and able to maintain confidentiality
• A good team player who can also work independently when required
• Confident communicating with people at all levels
• Takes pride in producing accurate work and seeing tasks through to completion

QUALIFICATIONS REQUIRED:

• GCSEs (or equivalent) in English and maths at Grade 4/C or above are desirable
• Good general standard of education
• Basic IT skills, including familiarity with Microsoft Office applications such as Outlook, Word and Excel
• No previous experience is required, as full training and support will be provided throughout the apprenticeship
• A willingness to learn and work towards the relevant apprenticeship qualification

Training Outcome

There will be opportunities to develop your skills and progress into roles such as: 

• Customer Support Administrator (Operations)
• Service Delivery Manager 
• Scheduling Administrator 

The apprenticeship will provide a strong foundation in customer service, administration and service operations, opening up a range of career opportunities within the business. 

Skills Required

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Team working
• Initiative
• Non judgemental
• Politeness
• Approachability
• Enthusiasm
• Punctuality
• Honesty

Qualifications

• Desired - GCSE - English - 4 or higher
• Desired - GCSE - Maths - 4 or higher

Course Information

Course: Business administrator (level 3)

Level: 3

Route: Business and administration

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday to Friday, 8:30 to 17:30 with 1 hour for lunch

Expected Duration: 1 Year 6 Months

Training Provider: INSPIRE EDUCATION GROUP